Director of Renewal Operations, Workiva

• Bachelor’s degree in Business, Operations, Information Systems, or related field (MBA or equivalent strongly preferred)
• 8+ years of experience in operations management, CRM data quality, or related roles; experience in the SaaS industry is highly preferred

Desirable

• Workiva seeks a Director of Renewal Operations to drive scalability towards $1B+ revenue
• This role oversees Renewal Operations and CRM data integrity
• The Director will work alongside with Sales, IT, Finance, and Sales Operations teams to ensure accurate deal processing in Salesforce
• High data quality is crucial for accurate commissions, management, and financial reporting, and ultimately influences subscription structures and financial results
• The Director will develop processes to maintain and improve data quality, ensuring efficient renewals and long-term customer retention
• Leadership and Stakeholder Management
• Collaborate with cross-functional teams (Sales, Customer Success, Legal, Finance, IT) to streamline the renewals process and use of CRM systems to drive successful customer outcomes
• Serve as the primary point of contact for data quality and renewal issues and provide guidance to align all teams on goals and priorities
• Provide training, support, and communication to internal stakeholders on CRM best practices and renewal processes
• Develop and provide regular reporting to senior leadership on CRM data quality, renewal metrics, and key trends
• Provide actionable insights to senior leadership on data quality issues and areas of concern
• Oversee Renewal Operations and Data Quality Assurance
• Lead and manage the Renewals Operations team, ensuring processes for contract renewals, escalations, and renewals forecasting are efficient and scalable
• Ensure complete, accurate, and timely data entry and management in the CRM system, including all sales opportunities, customer renewals, and related activities
• Lead initiatives to monitor and maintain the quality of CRM data, ensuring the consistency, reliability, and accuracy of customer records and basis for management and financial reporting
• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of Renewal Operations and CRM data quality
• Lead and drive initiatives to maintain and improve data governance, ensuring compliance with organizational standards and best practices
• Strategy and Process Optimization
• Identify areas for process improvement, cost reduction, and improved cycle times within the renewals process
• Develop and implement processes to improve renewal workflows, ensuring all customer contracts are captured and processed on time
• Drive continuous improvement efforts across the Renewal and CRM Data teams to increase operational efficiency, streamline workflows, and enhance data accuracy
• Design data flows providing scalability and adaptability of CRM and renewal processes as the organization grows
• Identify actionable insights through CRM analytics to support data-driven decision-making and process enhancements
• Develop and implement data validation protocols and automated processes to certify data integrity